Shipping policy
SHIPPING POLICY
Last Updated: August 21, 2026
This Shipping Policy applies to orders placed through the VELORA online store operated by Hilltop Global Limited.
Hilltop Global Limited is the seller and Merchant of Record for purchases made through this website. Products are primarily fulfilled and shipped from Mainland China through our suppliers, fulfillment partners, and logistics service providers.
1. ORDER PROCESSING TIME
Orders are generally processed within 1–3 business days after payment has been successfully confirmed.
Processing time may be extended during weekends, public holidays, promotional periods, periods of high order volume, or when additional order verification is required.
Once your order has been processed and shipped, you will receive shipping or tracking information where available.
2. SHIPPING ORIGIN
Our products are primarily fulfilled and shipped from Mainland China.
Product sourcing, warehousing, order fulfillment, and logistics may be handled by our suppliers, fulfillment partners, warehouses, and logistics service providers located in Mainland China.
Hilltop Global Limited remains the seller and Merchant of Record for purchases made through this website.
3. SHIPPING DESTINATIONS
We primarily serve customers in the United States and may also ship to other supported international destinations.
Shipping availability for a particular destination will be determined during checkout.
We reserve the right to restrict shipping to certain countries, regions, or addresses where delivery services are unavailable or subject to legal or logistical restrictions.
4. ESTIMATED DELIVERY TIME
Standard international shipping generally takes approximately 7–15 business days after the order has been processed and shipped.
Estimated delivery times may vary depending on:
- Destination country or region
- Customs clearance
- Local carrier operations
- Public holidays
- Weather conditions
- Peak shopping periods
- Transportation disruptions
- Other circumstances outside our reasonable control
Delivery times are estimates and are not guaranteed unless expressly stated otherwise.
5. SHIPPING COSTS
Applicable shipping charges will be displayed during checkout before you complete your purchase.
Shipping costs may vary depending on the delivery destination, product, order value, package size, shipping method, and other applicable factors.
Any free-shipping promotion or shipping discount will be subject to the conditions displayed on our website at the time of purchase.
6. ORDER TRACKING
Once your order has been shipped, tracking information will be provided where available.
Customers may receive a shipping confirmation email containing a tracking number or tracking information.
Please allow reasonable time for tracking information to become active after the shipment has been handed over to the logistics provider.
7. CUSTOMS, IMPORT DUTIES, AND TAXES
International shipments may be subject to customs inspections, import duties, taxes, VAT, brokerage fees, or other charges imposed by the destination country's or region's authorities.
Unless otherwise stated during checkout, applicable import duties, taxes, and customs charges may be the responsibility of the customer, subject to applicable law.
Customs requirements vary between countries and regions. Customs clearance may also affect delivery times.
Hilltop Global Limited does not control charges imposed independently by customs or other government authorities.
8. SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully check your:
- Recipient name
- Street address
- Apartment or unit number, where applicable
- City
- State or province
- Postal or ZIP code
- Country
- Telephone number
If you notice an error in your shipping information, please contact us as soon as possible.
We will make reasonable efforts to update the information before shipment, but we cannot guarantee that changes can be made after an order has entered fulfillment or has been shipped.
9. UNDELIVERABLE OR REFUSED SHIPMENTS
If an order cannot be delivered because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, failure to collect the package, or refusal of delivery, the shipment may be returned to the designated return location.
Where permitted by applicable law, additional shipping or handling costs resulting from customer-provided incorrect information, refusal, or failure to collect a shipment may be deducted from any applicable refund.
If the delivery failure results from an error by us or our logistics provider, we will work with the customer to provide an appropriate resolution.
10. LOST OR DAMAGED SHIPMENTS
If your order arrives damaged, or if tracking information indicates a delivery problem, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Relevant tracking information
- Photos or videos where appropriate
We will review the issue and work with the applicable logistics provider to determine an appropriate resolution.
Damaged, defective, or incorrect products are also handled in accordance with our Return & Refund Policy.
11. SHIPPING DELAYS
Occasionally, shipments may be delayed because of customs processing, carrier disruptions, weather, holidays, transportation issues, or other circumstances outside our reasonable control.
If we become aware of a significant issue affecting your shipment, we will make reasonable efforts to assist you and provide available information.
12. RETURNS
Products should not be returned to our Hong Kong registered office.
Approved returns are handled through our designated return address in Mainland China in accordance with our Return & Refund Policy.
Current Return Address:
Room 603, Building 2, Yihe Jiayuan
Dongping Town, Anhua County
Yiyang, Hunan
China
Customers should contact us before returning any product to obtain return authorization and instructions.
13. COMPANY INFORMATION
Seller and Merchant of Record:
Hilltop Global Limited
Business Registration No.:
80956299-000-08-26-A
Registered Office:
Flat/Room 1618A, 16/F, Pioneer Centre
750 Nathan Road
Mong Kok, Kowloon
Hong Kong
Please note that the Hong Kong registered office is a corporate registered office and is not a product return address.
14. CONTACT US
If you have questions regarding shipping, tracking, delivery, customs, or your order, please contact:
Hilltop Global Limited
Email:
yuehuan401@gmail.com
WhatsApp:
+86 15292066669
